\section{Question 1E}

\subsection{Use Case Diagram}

	\begin{figure}[htp]
		\centering
		\includegraphics[width=\textwidth]{q1e-use-case-diagram.pdf}
		\caption{Use Case Diagram}\label{fig:q1e-use-case-diagram}
	\end{figure}

	\subsubsection{Assumptions}
		
		\begin{itemize}
			\item The customer already has a user account on the system, and has authenticated successfully
			\item The PC Gurus staff member has a user account on the system, and has authenticated successfully
			\item The customer has a computer with a browser capable of displaying web pages
			\item The customer's computer has a working internet connection with which to connect to the issue tracking system
			\item The PC Gurus staff member has the permission required to escalate tickets on the issue tracking system
		\end{itemize}

\newpage

\subsection{User Story}

	\paragraph{Scenario 1: Marbert}

	Marbert is the owner of a small florists in Nottingham. He uses a simple IT system to manage his stock that was installed by PC Gurus, a local IT company. He would like to print the reports generated by the stock control system, but does not have a printer at present.

	Marbert logs on to the PC Gurus issue tracking system from their website, and enters his unique login name and password. He then raises a ticket, explaining that he would like to have a printer installed at his shop.
	
	A PC Gurus staff member reads the issue, and escalates it to \textit{`technician required'} status. At this point, Marbert receives an email notification, letting him know that a technician will be required to resolve the issue, and that one will be dispatched as soon as someone is available.
	
	The next morning, the controller is monitoring the list of issues requiring a technician, and assigns jobs to technicians for the day. James, who is experienced in hardware installation, is selected by the controller to install the printer at Marbert's shop. He does so that afternoon, and logs on to the issue tracking system to mark the ticket \textit{`resolved'}.
